For Your Staff: At the Repair Counter
Take In Tips, Part 4: Liability
Establish a policy to follow in the event of damage or
loss during a repair
'Liability" involves your responsibility to the customer's
jewelry and the policy you will follow in the event of damage
or loss. If you don't have a clear policy on this issue, take
time to develop one that fits with your image and business ethics.
It's also important to know federal and state regulations
governing your business. Liability pertains to every take in,
though difficulties are most likely to arise in repairs that
pose risk to the jewelry. Here are three questions to consider.
What is your policy on liability? While one retailer may replace
gems damaged during repair, another may require the customer
to replace them at a retail price. Recommendation: Replace the
gem at wholesale when it's damaged during repair. Whatever your
policy, convey it clearly to the customer at take in.
What are the laws and regulations regarding liability? In
the event you're not legally obligated to replace damaged items,
your may still offer a reasonable replacement option. Replacing
only what you are legally required to can cast you in an unfavorable
light with customers.
Does the customer clearly understand the policy and any risk
associated with the repair? You must convey your policy and the
risk associated with any repair clearly at take in. This
will avert anger and recriminations at pick up.
by arthur skuratowicz, G.J.G., N.J.A. and Julie
Nash, G.J.G., A.M.
Arthur Skuratowicz, G.J.G., N.J.A., and Julie Nash, G.J.G.,
A.M., operate Anton Nash LLC, an independent jewelry appraisal
and consulting company in Colorado Springs, CO.
|This antique brooch has several risk factors.
The emerald mounted in the center is glued in place because there
is no metal to push over it to hold it in.
|The backside of the brooch shows it was assembled
with rivets and repaired with lead solder. The owner wished to
have a new pin finding soldered to the brooch. Good identification
and inspection showed the emerald, pearls and lead solder repairs
would not take heat. The client was informed of the risks and
told the store could not assume any liability for undertaking
the repair. The client made the informed decision to forgo the
Copyright © 1999 by Bond Communications.